Lead Machine Learning Scientist – Customer Operations

About the role

As a Lead Machine Learning Scientist in Customer Operations, you will drive the transformation of Monzo’s support experience by applying cutting‑edge ML techniques, including large language models and autonomous agents. You will design human‑in‑the‑loop systems that help predict, identify, disambiguate, and route customer issues at scale.

Key responsibilities

• Identify high‑impact opportunities to embed machine learning into Customer Operations workflows.
• Lead the design, development, and productionisation of advanced ML models, exploring LLMs, Retrieval‑Augmented Generation (RAG) and sequence‑based architectures.
• Build and maintain human‑in‑the‑loop pipelines that augment automation with support‑team expertise.
• Collaborate closely with product managers, data scientists, engineers, designers and operations specialists in an agile, cross‑functional squad.
• Provide technical leadership across the ML discipline, raising standards and guiding best‑practice adoption.

Required profile

• Proven experience leading end‑to‑end machine‑learning projects in a production environment.
• Deep understanding of modern NLP techniques, especially large language models and retrieval‑augmented approaches.
• Strong track record of delivering high‑impact, customer‑facing ML solutions.
• Ability to work autonomously while influencing cross‑functional teams.

Required skills

• Machine Learning
• Large Language Models (LLMs)
• Retrieval‑Augmented Generation (RAG)
• Sequence‑based architectures
• Human‑in‑the‑loop system design

What we offer

• Competitive salary £115,000 – £150,000 per year plus performance‑based incentive awards.
• Comprehensive benefits package.
• Flexible remote work option (London/Cardiff/UK Remote).
• Opportunity to shape the future of customer support at a fast‑growing fintech.